New tech promises on-the-spot mobile engagement

BlazeLoop provides a one-to-one connection between customers and staff, but is fundamentally different in style, speed, engagement and benefit from traditionally deployed feedback tools including surveys and website forms, Benbria CEO Andrea Baptiste, said in a company press release.

"Benbria helps businesses adapt quickly to a real-time world where on-the-spot feedback is necessary to improve daily business operations and customer relations," she said. "BlazeLoop captures customer feedback, so staff preemptively react to negative commentary before it is publicly socialized. This drives operational excellence by turning customers into native brand advocates built upon great customer experiences that turn into repeat business and referral opportunities."

Through a variety of mobile, online and in-store collection points – including Web app, SMS/text, email, mobile app or kiosk – BlazeLoop gives businesses a better understanding into the quality of the customer experience at the point-of-engagement, Baptiste said.

Using intuitive and interactive interfaces, BlazeLoop enables customers to conveniently provide on-the-spot feedback to businesses in a matter of seconds. Real-time notifications alert front-line managers of customer issues, enabling them to contact the customer straight away and privately resolve issues before customers have a chance to leave the site dissatisfied or socialize their experiences publicly via word-of-mouth and social media.

With an increasing number of consumers sharing their experiences on social media and other mobile channels, this feedback is not visible to the front-line managers who could use it to fix issues as they happen and better engage with their customers on-the-spot. By immediately acting on issues, businesses can win over at-risk customers, improve in-store conversion rates, reduce negative publicity and recognize an experience that surpassed what was expected.